A well-documented complaint helps the brand understand the problem quickly and lets moderation publish it without delay. This guide covers which documents to gather, what to hide, and the order in which to prepare your case.
Why documents matter
Your complaint is a claim; documents show when it happened, on which account and for what amount. When a brand representative can match your case with their own records, a response becomes much easier. Documents do not prove a claim on their own, but they keep your case from stalling in “more information needed”.
Core document checklist
Recommended for every complaint
- Your username or customer number (do not put it in the public text; share it only in the evidence area)
- The date and time the problem started (with time zone)
- A screenshot of the relevant transaction screen: withdrawal request, deposit, bonus or bet history
- The full live chat or email conversation, with dates visible
- Official notices the brand sent you (account closure, document request, reason for cancellation)
- The payment method's transaction record (bank, e-wallet or crypto transaction ID), with sensitive parts masked
Extra documents by problem type
- Withdrawal: request ID, request date, the stated processing time, a dated screenshot of the status screen
- Account closed / blocked: the closure notice, your last login date, the last screenshot of your balance
- Bonus / winnings voided: the bonus acceptance screen, the promotion terms as they were on that date, bet history
- Verification: which documents were requested, when you sent them and the submission confirmation
- Deposit not credited: the provider's successful transaction record and a balance screenshot from the same time
What to hide before sharing
- Leave only the last 4 digits of a card number visible.
- For an IBAN, the country code and last 4 digits are enough.
- Cover the photo and serial number on an ID image unless they were specifically required.
- Crop out other people's names or unrelated chat history from screenshots.
- When uploading to BetSicil, choose the access level: moderation only or shared with the brand. The public text is kept separate.
In what order should you prepare the case?
Write a timeline
List events in date order in short sentences: what you asked, what answer you got, and when.
Name your files
Add dates to file names (e.g. 2026-10-03-withdrawal-request.png) so moderation and the brand see the same order.
Contact the brand first
If you have not yet, send one clear and polite message through the brand's official support channel and keep the reply.
Create the complaint
In the public narrative, describe what happened calmly and concretely; avoid insults and definitive accusations. Attach documents in the evidence area.
Follow up
Update the case when the brand replies and when the problem is resolved or not. Silence is not counted as a resolution.
Template for your first message to the brand
Hello, On [date] I ran into a problem with a [type: withdrawal request / deposit / bonus]. Transaction ID: [ID]. Amount: [amount and currency]. So far I have: [short summary]. I sent the documents you requested on [date]. Please let me know in writing which stage this is at and the expected time to resolve it. Thank you, [Your username]
When to wait and when to escalate
- If the processing time the brand stated in writing has not passed, wait until it does and note that you waited.
- If the time has passed, or there has been no reply for 2-3 business days, publish your complaint on BetSicil.
- If the brand asks for new documents, check that the request is reasonable and related to your identity (see the KYC guide).
- For licensed brands, the licensing authority's complaint channel is another option; its rules vary by authority.
Complaints on this topic
This guide provides general information and is not legal advice. Rules vary by brand and licensing authority. If you spot an error or gap in this guide, let us know; corrections are dated. Contact · Corrections policy